Operations Programs Manager

Let's introduce ourselves The

Let's introduce ourselves The Fixed Operations
Programs Manager (Automotive) is responsible for developing, implementing, and continuously improving service programs that enhance automotive retailer service department performance, increase service capacity, improve operational efficiency, and deliver a consistent premium customer experience.

This role supports the evolution and expansion of Volvo Simplified Service, Lean+ initiatives, and future operational excellence programs by partnering with retailers (automotive OEM dealerships), field teams, and internal stakeholders to create scalable solutions that improve service delivery, technician productivity, and customer satisfaction. In addition, this role will help support retailers (automotive dealerships) with digital service tools such as electronic multipoint inspection (eMPI) and digital service drive tablets.

• Lead the development, growth, and continuous improvement of Volvo Simplified Service and operational excellence programs by defining service standards, identifying improvement opportunities, and evolving processes that enhance workshop efficiency, retailer performance, and the customer experience.
• Drive successful implementation and adoption of service programs across the retailer network through strong business coordination, cross-functional alignment, change management, communication planning, and partnership with field teams, retailers, training, and internal stakeholders.
• Develop and execute Lean+ and workshop improvement initiatives focused on increasing service capacity, optimizing technician productivity, improving repair flow, reducing operational waste, and supporting retailer profitability.
• Analyze retailer performance, workshop operations, and customer experience insights to identify process gaps, operational constraints, and improvement opportunities that enable data-driven actions and measurable business results.
• Establish program governance, performance tracking, and reporting frameworks to measure effectiveness, monitor retailer adoption, identify best practices, and ensure long-term sustainability of service initiatives.
• Create and maintain service tools, standards, and supporting materials that enable consistent retailer execution, improve operational discipline, and support a premium customer-focused service experience.
• Partner with technical operations, digital teams, field leadership, and retailer partners to develop future-ready service solutions that support evolving customer expectations, vehicle technology, electrification, and long-term aftersales growth.

• 5 - 7 years’ experience in retail (automotive OEM dealerships) or wholesale automotive
• Fixed Operations experience (automotive OEM dealerships) highly preferred
• Bachelor’s degree (or equivalent experience) in Automotive with a specialty in Fixed Operations
• Strong communication skills – both written and verbal
• Excellent time management skills, including the ability to effectively and efficiently use time to focus on the most impactful activities while challenging those that distract from the identified goal
• Strong analytical skills, attention to detail, a strong work ethic and ability to work as a team and adhere to tight deadlines
• The ability to travel 50% including overnight travel